PERSEPSI NASABAH TERHADAP KUALITAS PELAYANAN CUSTOMER SERVICE PADA PT BANK NEGARA INDONESIA (PERSERO) Tbk KANTOR CABANG UTAMA MALANG
| Main Author: | HANDAYANI, RITA ZAZMITA |
|---|---|
| Format: | Thesis NonPeerReviewed Book |
| Bahasa: | eng |
| Terbitan: |
, 2015
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| Subjects: | |
| Online Access: |
http://eprints.umm.ac.id/21112/1/jiptummpp-gdl-ritazazmit-40982-1-pendahul-n.pdf http://eprints.umm.ac.id/21112/2/jiptummpp-gdl-ritazazmit-40982-2-babi.pdf http://eprints.umm.ac.id/21112/ |
Daftar Isi:
- The research purpose is finding out about the customers responses to customer service department's service, also what obstacles faced by customer service in solving customers' problems or complaints to PT Bank Negara Indonesia (Persero) Tbk Main Branch Office of Malang Method used for data collection are by interview, questionnaire, and literature study. Research result shows that customers responses to customer service department's service to PT Bank Negara Indonesia (Persero) Tbk Main Branch Office of Malang has applied four aspects include appearance, attitude, preparation, tools and skills. Obstacles faced are customers complaints about customer service department unfriendly attitude which commonly involved emotion and got baited by fussy customers. To overcome the obstacle is by smiling to customers in any condition and never tried to interrupt the customers talk, since it will make the customers think that customer service are able to listen their complaints well and tried to give solution to every customers' complaint. From overall research done by researcher, it can be found that Customer Service Department of PT Bank Negara Indonesia (Persero) Tbk Main Branch of Malang has given good performance so that they achieved positive assessment from customers and also improve their bank's reputation.